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1 Executive Summary

Who are Ofgem?

The Office of Gas and Electricity Markets (Ofgem) is the government regulator for the electricity and natural gas markets in Great Britain.

I was hired by Ofgem in November 2021 to oversee the re-design of their IT service desk interface.

Besides this primary project, I was also engaged in three secondary projects:

  1. Service desk operation design (using service design frameworks)
  2. Ofgem intranet re-design
  3. Advocacy of UX design

This case study will just focus on the primary project: the re-design of the IT service desk interface.

2 Challenge and Problem

Stakeholders outlined the problem-space facing the service desk operation. They described the IT service desk team operating in a state of perpetual “fire fighting” with an overwhelming amount of tickets from end-users, resulting in staff exhaustion and a response time of 2+ weeks in some cases.